Tenant Satisfaction Measures (TSMs) results
Overall Satisfaction 2025/26
Q4 2025/26 results
Q3 2025/26 results
Q2 2025/26 results
Q1 2025/26 results
Overall satisfaction 2024/25
Annual results overview for 2024/5
You said, we did
We are listening to our tenants to shape and improve our services as a Social Housing Provider.
ASB handling
April 24 – July 25
You said – Not happy with our dealing of ASB issues and communicating updates.
We did – we are looking at implementing stages of process to record and manage ASB cases and communicate updates to tenants. We are also introducing a new IT system which will be focussed on robust case management principles including consistent risk assessments and mutually agreed action plans. We have also introduced the noise app as a mechanism to accurately record instances of noise related ASB which will in turn help us to support those experiencing this type of ASB.
April 25 – Dec 25
You Said – Issues around ASB – arson, bin issues, safety checks were raised by tenants
We Did – We provided further information on how to report ASB, What is ASB and how the process works to tenants
What we are doing – We have a planned ASB Talkabout Session to be held in 2026
Listen and Act
April 24 – July 25
You said – Information was not clear or consistent when providing advice to household members when a tenancy holder passes away
We did – We have produced a process for staff to ensure clear and consistent messages are provided to those families that may have lost a family member in their home who was the tenancy holder. We have also recruited additional Housing Officers which has reduced the number of homes on each Housing Officer area to enable a more focussed support to tenants living in the areas they manage and who may need more intensive support. * You may receive letters that refer to Use and Occupation or Succession. These are industry terms
You said – Sometimes when homes are advertised for let, the size of homes have been advertised incorrectly.
We did – We have reviewed our processes to ensure that when homes are advertised we include the latest information, we will continue to look at how we can improve further.
You said – That you had concerns that our homes were not being returned in very good condition.
We did – We are reviewing and increasing our inspections of our homes to ensure they are being maintained whilst occupied. We have also introduced a new tenant induction training programme aimed at supporting tenants to understand the terms and conditions of their tenancy.
You Said – Our policy on how someone may succeed to a late person’s tenancy was unclear
We Did – We have developed a new policy and to ensure the process is clear for all tenants and their households and anyone that finds themselves in the position of having rights to succeed to a tenancy.
You Said - our involved tenants said they wanted to be known as tenants rather than customers or residents
We Did - We recognised this by renaming our Customer Engagement Panel which became our Tenant Engagement Panel
July 20 – Sept 25
You said - You didn’t feel you saw your Housing Officer enough
We did - We recruited more Housing Officer’s therefore reducing the rounds so that more time could be spent on the estate.
Also - We introduced Estate events to target particular areas of concern, and gives an opportunity for tenants to talk to their Housing Officers in person
You said - There was fly tipping causing an issue around Defoe Rd
We did - We set up an event to proactively clear all the rubbish in the area
You Said – You were having difficulties accessing the online Housing services.
We did - We have a planned workshop to support Tenants to use the service and all our staff are able to offer advice and assistance should you require it.
Oct 25 - Dec 25
You Said - Our involved tenants agreed they would like to meet more regularly than bi monthly.
We Did - A program of monthly meeting has been arranged. Excluding months where there are Area Housing Panel meetings
You Said - Our involved tenants said they would like training
We Did - We have now organised our first options on training - Chairperson training for the 14th Jan 26 and Scrutiny Training - 12th Feb
Oct – Dec 25
You Said – That our Tenancy Agreement and Conditions can be difficult to read and understand for some.
We Did – We have produced an Easy Read Guide to Your Tenancy Agreement that we can provide to tenants to support our full Tenancy Agreement/Conditions
Complaints Handling
April 24 – July 25
You said – You don’t feel we listen to your complaints or handle them thoroughly.
We did – We have now reviewed our Complaint Handling in line with the new Housing Ombudsman Complaint Handling Code. We are also looking and reflecting on our lessons learnt from complaints made, which we will collaboratively scrutinise alongside our Tenant Engagement Panel.
Communal Areas
July 25 – Sept 25
You said - You didn’t like the build up of rubbish around the bin area
We did - We introduced new bins with labels to support correct disposal of rubbish
You said - Fly tipping in an area and non residents using the bin area wrongly
We did - We introduced a new lockable bin area that Tenants could access
You Said - There were issues with items in the communal area with no means to clear by tenants
We did - Set up an event to provide a skip to clear the communal area
Dec 25 – March 26
You said – Communal areas are cluttered and unsafe
We did – caretakers now remove rubbish and flammable items immediately on site
You said – You wanted clear rules about what can be kept in communal areas
We did – We are introducing a zero-tolerance approach and creating clear signage for every block.
You said – You needed consistent action taken when items are left in share spaces
We did – Photos of personal items are now sent straight to Housing Officers so action starts the same day
You said – You wanted residents property informed before clearance work happens
We did – A block-wide letter has been drafted telling residents to remove items and warning that anything left will be taken away.
You said – Processes between teams weren’t joined up
We did – A cross-team process is being developed, with a task/finish group meeting in February to finalise responsibilities and communication
You said – Blocks needed a coordinated start to reducing clutter
We did – We are planning an initial ‘blitz’ of identified blocks, focusing on highest-priority buildings
Neighbourhood Contribution
July 25 – Sept 25
You did - Tenants concerned about safety of children with the roads around Malcolm Way
We did - We carried out an event to promote road safety and reducing speed that involved the tenants
What we are doing – proposing a project to the Area Housing Panel to put in a security gate to secure an area of the estate promoting community safety
April 25 - Dec 25
You Said – You wanted the council to do more to improve your communities
We are Doing – Community based events and bringing to the table projects that are being facilitated via the Area Housing Panel to bring about visible improvement to Ipswich communities
Fairness and Respect
July 25 – Sept 25
You said – We don’t fully consider your needs within our communication methods
We did - We have taken measures to improve our knowledge of our tenant’s vulnerabilities and protected characteristics. This enables us to tailor our services to tenants needs
Oct 25 - Dec 25
You Said – you didn’t know who your housing officer is
We Did – We planned ‘Meet your housing Officer’ events around the town
What we are doing – We will continue to plan such events through 2026
Dec 25 – March 26
You said – Concerns around the councils plans with sheltered accommodation were raised
We did – A series of workshops were held for our sheltered tenants to provide an opportunity for questions to be answered by council staff
Repairs Service
July25 – Dec 25
You Said – Tenants said they were having issues with reporting repairs online or by phone.
We Did - As part of our community engagement events our repairs managers attended to assist tenants with raising repairs whilst on site.
You Said – Tenants were having difficulties in using our online service
We Did – We held a workshop in October 25 involving tenants and our Customer Services Team. Our Customer Services Team have also made many improvements to the service.
What we are doing – We are continuing to hold workshops. Our Customer Services Team plan to attend our ‘Talkabouts’ to help people access online services and help to resolve any issues.
Our Customer Services Team are planning on reintroducing the improved service at our February 2026 Tenant Engagement Panel meeting.
Dec 25 – March 26
You said – New tenants reported repairs that should have been completed prior to mutual exchange completion
We did – We have reviewed and updated how we evidence our initial inspection report
You said, we did not
Dec 25 – March 26
Repairs
You said – All repairs should be completed on the first visit.
We did not– Achieve first-time completion for every repair, particularly those requiring specialist parts or follow-on works. We are reviewing how jobs are diagnosed to reduce repeat visits where possible.
Anti-social Behaviour
You said – anti-social behaviour should be resolved quickly in every case.
We did not – Resolve all cases immediately, as some issues required evidence gathering, partnership working with external agencies, or legal processes. We focused on risk-based prioritisation and regular updates to those affected.
Complaints
You said – Complaints should always be resolved at the first stage.
We did not – Resolve all complaints at stage one, as some required deeper investigation or involved multiple service areas. We used escalation feedback to identify recurring themes and service improvements
We have also produced this information in a visual graphic
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